People are strange
We have a lot of customers. A few, whilst emailing us at tech-support can be rude. It’s interesting, visiting their sites, and seeing whether that is just because they’re stressed, under the effects of caffeine, or are just naturally rude.
Take one example… one person just kept ignoring what I said, treating it as if I didn’t know what I was writing about. Turns out, I did, and I fixed the immediate problem (if not the whole one, but that’s something different altogether). He still insists on treating me as if I’m not worth listening to.
Surprise surprise, if I am given the choice (and at the end of the day, when I’m just doing support tickets to stop them needing to be done tomorrow, I often am,) I will delay answering the tickets of those who have been rude. They’ll get done at some point, but I won’t prioritize them; what’s the point? I’d rather help someone who will be grateful! I will go all out in my own time on a problem that interests me, or a customer who is kind. I will go all out if you are rude, but you are stressed and have an excuse. I may force myself to go all out if you pay us a lot of money (but it won’t be on my own time 
)
I’ve stayed in the office till 10pm, on a ‘I’m not getting paid right now’ problem, because it interested me, and I liked the people running the website involved. I will gladly spend my free time trying to help them.
If you talk to tech support, be nice! Say thank you, treat us with respect, and you’ll find we’ll be inclined to help you a lot more. Ignore what we say, treat us rudely or as if we don’t know what we’re talking about, and we’ll get dispirited. The last thing you want is dispirited sysadmins. They tend to go home on the dot, and they won’t go out of their way to help you.
If you’re angry, worried, stressed, take a deep breath and a calming moment before speaking to us. We, like anyone else, don’t like people shouting at us for something we can’t help. If your website goes down, because the server it’s on has blown up, and you didn’t pay for a fail-over system, we can’t help you any faster by you shouting at us, and you shouting at us will not make us like you
In the end, just remember, we’re human too! That person you call up because your email is broken has emotions, and they’re likely busy fixing problems, or helping others already. Don’t let the frustration of the problem blow into anger at the people who try to fix it for you 
How a website Works
This is just a quick guide on how a website stays online. It’ll probably be common knowledge to most reading this blog, but good to put up anyway.
You may think when you visit, for example, bbc.co.uk that it’s just “there”, and not worry about how, but my job is dependent on the how. The error messages you see when a website isn’t working are also very descriptive, but quite cryptic if you’re not in the know.
All websites are hosted on servers. A server is just a computer which we use to serve others, so in this case, serve a website, or provide email services. Normally, a server is a rackserver, designed to fit in a small space with a lot of other computers in a datacentre, far, far removed from that big beige box that allows you to browse the internet.
When you visit a website, a lot of different things are happening in the background. Firstly, your computer looks up the computer address with the domain name you just visited. Say you just hit my site, “kirrus.co.uk”. Well, the internet addressing system, that tells your computer where to look for the website is based in numbers. So, your computer asks special servers on the internet, we call “Domain Name Servers”, what the address is for that website. In this case, they’ll reply “80.87.131.49″. Your web-browser, firefox, will then ask for “kirrus.co.uk” from my server “80.87…”). Everyone has one of these IP addresses, even you. Go to http://itempeter.com to see yours
Once my server has the request, it then sends the web-page back to your computer.
What is a webpage?
A webpage, as your computer sees it, is a collection of a couple of languages. The most basic is “HTML”, or “HyperText Markup Language”. This was designed to allow you to quickly put together a webpage – all you do is wrap (or mark up) the text you want with the flags you want. For example <b>word</b> tells your computer to make word bold, so, you see: word
You can see the HTML that makes up this page by clicking on “View” and then “View Source” in your web-browser.
That’s the most basic level. It gets a lot more complex than that under the skin, with extra languages running on your computer (JavaScript, CSS [Cascading Style Sheet]), and on the server (PHP – PreHypertextProcessor, ASP, perl, python, MySQL) but they’re all too complex to go into unless you want to create dynamic websites. A good place to go if you want to create webpages is w3schools.com, where they have lots of tutorials on all the major web languages.
UK Surveillance Plan to go ahead
http://news.bbc.co.uk/1/hi/uk_politics/8350660.stm
Can I just say.. bad bad bad bad bad bad bad?
That and they have no idea how much this will cost to implement. £2bn is too little imho. Technically, implementing this will not be easy, and will cost a lot
Fail.
Example one – forgetful screenshots
A couple of screenshots. Firstly, every now and then, people send us screenshots. They do this by sending them in word documents, which is bad enough. (Please, just send us an image file!) This example though, is quite fun.
Make sure you actually copy the screenshot in, instead of just linking it
Example 2 – Infect yourself, and pay money for the privilege
My second example, is of a website trying to extort money, by making you think your computer has been infected with a virus. These are nasty sites, and I hate them with a passion. They feed off of people’s fear of computers. The interesting thing here is, this computer can’t be infected in this way… it’s running ubuntu, their silly antivirus software looks very, very out-of-place!
(See my first post this month if you’re afraid of computers.)
Click on the image for the full screenshot. It is quite large. As you can see from the timestamp, I’ve been meaning to post this one for a while
p.s. Does anyone know how to force formatting in wordpress? This post took about 10 minutes of fiddling to get the images to go some-where near where I wanted them :/ If you do, please comment! If you don’t please comment. In fact, please comment, comments make my day!
Reporting Problems
Have you ever had to talk to tech support? Ask for help, when your computer, your email account, or your internet connection isn’t working?
Ever wondered what’s going through the mind of the person answering? Quite often, it’s this: “I’m not a mind reader!”
Working at a web-host, at least once a week, I get an email that goes “My email isn’t working” or “Please setup a new virtual host for me”. Those questions, whilst they make a lot of sense to the asker, who has the context in mind, make very little to me. What is wrong with the email account? What domain name do I need to add to the server, what server do I need to setup the hosting on? Hence, I’m not a mind reader
So, if you ever need to report a problem, give us as much detail as possible. What happens when you check your email? Do you get any error messages? Describe the steps you take, so that we can replicate your problem on our machines – fixing it is a lot easier when we can see it happening.
Karmic notebook Theme
Finally got around to upgrading to Karmic Ubuntu, and so far Its looking good. There is a few oddities in the theme, which makes using it a bit annoying, but I guess I’ll get used to it. See the screen-shot below for what I mean, the strangeness of the interface The bar at the top, the new greying out an in of active icons all help to make the best use of this screen size. You can tell the design team are doing good work
One small problem, is the lack of a clock, or logout button. For some strange reason, both didn’t make it, and hitting the power button no longer brings up the shutdown interface. I’ve been using the command ‘shutdown -h now’ in a terminal for the moment, will have to dig around, see why it isn’t there/coming up later.
Dear web
Dear web-connected people. A friend asked me recently, do you know of an opensource wiki software that can intergrate with ldap. Any one know of one, or have any ideas? Please comment if you do!
It looks like someone likes Ubuntu..
An ubuntu symbol, from satellite view?!
http://maps.google.com/maps?f=q&source=s_q&hl=en&geocode=&ie=UTF8&t=h&ll=52.583156,-0.055768&spn=0.00442,0.009656&z=17
(http://tinyurl.com/ybuxvxn)
Quick useful sysadmin stuff
Two useful things I have found or use
Firefox Awesomebar search trick
A wonderful tip, that someone sent into the ubuntu-uk podcast. (I can’t remember who, or the episode. Comment if you know and I’ll credit them here! )
You can search, in any website’s search function, using firefox’s address bar. Now, at first glance this sounds really boring and useless, but it really isn’t, at all.
First, we need to find a website to search. Let’s use launchpad’s bugs search, for Ubuntu. So, we go here:
https://bugs.launchpad.net/ubuntu/
Then, right click on the search box, and click “Add a keyword for this search”. This brings up the standard bookmark – your search keywords are stored as a bookmark. Give it a useful name, something to help you next time you go sorting through your book marks. Now, the keyword is how we use this trick. I’m going to use “bugs”, but you can use anything you want, just remember, this is the word you put before your search string in the address bar. Click Add.
Now, all we have to do, is to search for a bug. Let’s use the classic bug 1.
Open a new tab (CTRL + T), then in the address bar type [your keyword] microsoft market share, and hit enter.
Lo and behold:
Testing SMTP-AUTH the fast way
Found a really handy little command line program called “swaks”. Great if you’ve ever needed to test SMTP-AUTH, and didn’t want to have to base64 the username and password yourself. Here’s a quick rundown on the command and flags I use with them. (Should be fairly obvious, comment if not!)
swaks -s [smtp-server-name-or-ip] -au [smtp-auth-user] -ap [smtp-auth-password] -f [from-address-of-testing-email]
Hit enter, and it’ll ask you the “to” email address. Type it in, and it gives you the full connection readout, just as if you were doing it with telnet (or netcat) on the command line:
<- 220 smtp.our-domain.com ESMTP
-> EHLO gemini
<- 250-smtp.our-domain.com
<- 250-AUTH LOGIN
<- 250-AUTH=LOGIN
<- 250-PIPELINING
<- 250 8BITMIME
-> AUTH LOGIN
<- 334 Z29vZCB0cnkgOikK
And so on.
Feats of Tweet
The old twitchhiker, the guy who got half-way around the world in 30 days (i.e. all the way to new zealand), just through people providing help on twitter for free, has started a new project. He’s called it “feats of tweet”. It looks like it could be quite impressive, and powerful. Here’s a brazenly stolen snippet from his sites FAQ:
What is a Feat of Tweet?
A Feat of Tweet is a goal, ambition, target or wish realised through the goodwill of the Twitter community.
Whose wishes and goals are we trying to fulfill? Yours. They may be personal in nature, or charitable. It may take the actions of dozens, even hundreds of tweeps to achieve a feat… or it it may take just one.
Continues here: http://featsoftweet.com/feats/faq/
They’re just getting started now, the website is still under construction! If you’re interested, you can find the site here: http://featsoftweet.com and the twitter feed here: http://twitter.com/FeatsofTweet. Right now, they want as many followers as possible, before the project goes active, so the first few feats have a good chance of getting off the ground
